Head of Customer Support at Digitek

Digitekhub.io - Powering Businesses with Fast, Reliable & Affordable Internet Solutions. From high-speed business internet to local networking and round-the-clock maintenance, Digitekhub ensures your business stays connected and productive

We are recruiting to fill the position below:

Job Title: Head of Customer Support

Location: Ikeja, Lagos
Employment Type: Full-time

Key Responsibilities

• Lead and manage the Customer Support team, including call center agents, support officers, and customer success representatives.
• Develop and implement customer support strategies, policies, and service standards.
• Oversee all customer communication channels including phone, email, WhatsApp, social media, and support ticket systems.
• Ensure timely resolution of customer complaints, technical issues, and service requests.
• Work closely with the technical and network operations teams to resolve service disruptions and escalations.
• Monitor and improve customer satisfaction metrics such as response time, resolution time, and customer feedback.
• Design and implement customer service workflows and escalation procedures.
• Train, mentor, and evaluate customer support staff to maintain high performance.
• Generate customer support reports and performance insights for management.
• Identify trends in customer complaints and recommend improvements to products, services, or processes.
• Ensure compliance with service level agreements (SLAs) and company service standards.

Requirements

• Bachelor’s Degree in Business Administration, Communications, Customer Service Management, or a related field.
• Minimum of 5 years experience in Customer Support or Customer Service, preferably in telecommunications or ISP services.
• At least 2 years of experience managing a customer support team.
• Strong leadership and team management skills.
• Excellent communication and conflict resolution abilities.
• Experience managing call center operations or multi-channel customer support systems.
• Strong analytical skills with the ability to interpret customer data and improve service delivery.

Preferred Skills:

• Experience with CRM and customer support platforms.
• Knowledge of telecom service operations and technical support processes.
• Ability to manage high-volume customer environments.
• Strong problem-solving and decision-making skills.

Salary
N200,000 - N250,000 / Month.

Application Closing Date
20th March, 2026.

How to Apply
Interested and qualified candidates should send their CVs and a brief cover letter to: career@digitekhub.io using the Job Title as the subject of the email.